40,000 EUR Basic + 650 EUR per month Car Allowance
The Field Application Engineer will provide outstanding and professional technical support to the company’s customers during implementation and service delivery. This post-sale technical role will require the Field Engineer to diagnose and resolve T2 / T3 service delivery issues as well escalating them accordingly. It is essential to have at least 3 years proven experience of working within a customer facing, technical role. The ideal candidate will have strong knowledge of all Telecommunications equipment as well as outstanding troubleshooting skills.
Responsibilities & Requirements
Be the main point of call for customers and other internal contacts, liaising between the two.
Work with support engineers to prove level 2 and 3 support, as well as providing customer support across EMEA in various ways.
Oversee and take ownership of the entire issue resolution cycle, from initial reporting to escalating the issue (if needed), including follow-up.
Offer ongoing support to all customers and partners of the company.
Take a dynamic approach to effective troubleshooting and repairing services are completed and reproduce any issued that are arisen in the lab.
Must always ensure high customer satisfaction.
Interface with any required resources.
Manage and administrate customer support accounts.
Available for on-call duty and remote sessions.
Responsible for other professional services and the handling of support tickets.
Must be degree educated in IT, Telecoms, Electrical Engineering or other associated areas.
Proven experience of working in a technical and customer facing role for 3 years.
Outstanding customer service skills with willingness to meet customer requests.
Proven experience of working with Telecommunications equipment (TCP/IP, MS Servers infrastructure, Voice & UC technologies etc.)
In-depth knowledge of the products, environment and support complexities involved and required.
Confident to work independently but can work well within a team.
Availability to travel within EMEA and offer off hours support.
Ability to write application notes and other technical documentation.
Strong English written and oral communication skills.
Experience working with Lync or Skype for Business.
Familiarity with SBC, Acme Packet, Working with Ribbon, AudioCodes, Cisco, Sangoma technologies or solutions, Avaya, Patton.
Exposure to OEM / Vendor or Service Provider, dealing with Telephony, ACD, PBX, Voice Communication systems or solutions.